24 February, 2009 / TargetProcess v.2.13 released: Help Desk improvements


Yesterday we've released TargetProcess v.2.13. The release is fully dedicated to Help Desk improvements.

In short, we've improved Help Desk user experience and made some actions easier. Some usage patterns:


Old way

New way

Check for unprocessed requestsNavigate to requests list, sort by date. Then sort by last comment date. Filter out ideas to see just issues and questions.Navigate to Issues Queue
Reply to typical requestFind similar request using search, navigate to it, find appropriate comment, copy this comment and add to the new request.Click Attach Solution, select required solution.
Maintain conversationOpen request, try to find latest comment in the messy comments thread, edit comments to remove bad formatting and redundant informationOpen request and read clean comments thread.

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At February 25, 2009 12:16 PM, Blogger knst said...

Feature request: Currently email integration determines messages related to particular request by text in body. It would be nice to have ability to configure it to put mark in subject instead, it will make customer training easier (people erase message body when replaying sometime) and give extra option for integration with other tools.

At February 25, 2009 12:24 PM, Blogger comprock said...

I'm curious about the same thing. Is there an email subject based key so that we stop having 3 or more versions of help desk tickets when clients reply?

At February 25, 2009 12:28 PM, Blogger Michael Dubakov said...

Good idea. We will add check by subject as well. I've created such bug already. Thanks!


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